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Customer Experience (CX) Assistant Manager

Salary undisclosed

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"1. Complaint Management • Serve as the primary contact point for receiving, logging, and addressing customer complaints across retail and automotive channels. • Ensure all complaints are documented accurately and tracked upon resolution. • Work closely with relevant departments to investigate and resolve customer issues promptly and professionally. 2. CAPA Implementation • Lead the development and execution of Corrective and Preventive Action (CAPA) plans based on customer feedback and complaints. • Monitor the effectiveness of CAPA initiatives and provide regular updates to management. • Collaborate with process owners to identify root causes and implement long-term solutions. 3. Customer Experience Improvement • Map the customer journey to identify pain points and opportunities for improvement in the retail and automotive sectors. • Propose and implement strategies to enhance the customer experience, ensuring alignment with the company’s vision and goals. • Monitor customer satisfaction metrics, including CSAT, NPS, and repeat purchase rates, to measure success."